Risk and Response Quality Analyst - USDS

Our Operations team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Conduct Comprehensive Quality Assessments: Perform regular and ad-hoc quality reviews of Risk and Response Operations activities, including case reviews, process audits, and data analysis, to identify areas of non-compliance, inconsistency, or inefficiency.
- Develop and Maintain Quality Standards: Contribute to the creation, refinement, and documentation of quality standards, guidelines, and scoring rubrics for individual operator performance and overall operational processes.
- Drive Continuous Improvement Initiatives: Identify root causes of quality issues and collaborate with internal stakeholders to develop and implement actionable solutions, process enhancements, and preventative measures.
- Analyze Performance Data and Trends: Collect, analyze, and interpret quality data to identify trends, patterns, and insights that inform data-driven decisions and support operational maturity.
- Evaluate Policy and Process Efficacy: Assess the effectiveness of existing policies, procedures, and workflows to ensure they promote compliance, mitigate risk, and support efficient operations. Recommend updates or new policies as needed.
- Provide Constructive Feedback and Coaching: Deliver clear, concise, and actionable feedback to operators and teams based on quality assessments, fostering a culture of continuous learning and improvement.
- Collaborate with Cross-Functional Teams: Partner closely with Training and Documentation, Policy and Process, Tooling, Legal, and other relevant teams to ensure alignment on quality standards, process changes, and compliance requirements.
- Support Training and Onboarding: Assist in developing and delivering training materials related to quality standards, process updates, and compliance best practices for the Risk and Response Operations team.
- Document Findings and Recommendations: Maintain thorough and accurate documentation of quality assessments, findings, action plans, and progress tracking. Prepare reports and presentations for various stakeholders.
- Stay Abreast of Industry Best Practices: Continuously research and incorporate new methodologies, tools, and best practices in quality assurance and risk management to enhance the team's capabilities.
- Contribute to a Culture of Compliance: Act as a champion for quality and compliance within the Risk and Response Operations team, promoting adherence to internal policies and external regulations.

Qualifications

Minimum Qualifications
- Bachelor's degree in a relevant field such as Business Administration, Risk Management, Quality Management, Data Analytics, Finance, Computer Science, or a related discipline
- 3+ years of experience in a quality assurance, risk management, operations, or compliance role, preferably within a fast-paced, regulated environment
- Comfortable working in a rapidly evolving landscape and adapting to new challenges, policies, and tools
- Proven successful record in handling sensitive or confidential matters
- Strong ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a dynamic environment
- Proven ability to assess risk and impact
- Experience working cross functionally with a variety of stakeholders in a fast-paced environment

Preferred Qualifications
-Strong attention to detail, highly self-driven and results oriented
-Technical aptitude for learning complex tools or systems required for daily operations
-Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
-Your resilience and commitment to self-care to manage the emotional demands of the role.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $142223 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.